Utilities & Telecoms
Turn outage anxiety into CX confidence.
One workspace, AI guidance and surge-ready reporting for utilities and telecoms — on the platform you already run, with field crews on mobile.
How does Upstream Works help utilities & telecoms organizations?
Upstream Works gives utilities and telecoms one agent workspace on the Cisco, Amazon Connect or billing platform they already run, with AI that handles outage status and bill questions and keeps a person in the loop for vulnerable customers, knowledge that carries the regulator’s rules into every conversation, and reporting built around the measures regulators publish. Totalix Mobile puts the same workspace in field crews’ hands, and AgentNow lets an engineer open a video session with a customer from a QR code.
For electricity, gas and water utilities and network operators, energy retailers, telcos, cable and broadband providers: the VP of customer operations or chief customer officer, field operations for the crew plays, and the CIO who owns the Cisco, Oracle, SAP or Salesforce platform.
The pressure on utilities & telecoms.
The surge is now the normal day. The US recorded 23 billion-dollar weather disasters in 2025, averaging 23 a year since 2020 against 8 a year before (E&E News). After Hurricane Beryl, Texas now requires every distribution utility to run a bilingual outage tracker with restoration estimates, with penalties of up to $25,000 per day (Yahoo News), and its regulator recommended codifying “a customer’s right … to contact an electric service provider by phone” (Renewable Energy World). Billing and payments are 40–50% of utility calls, and proactive outage communication cuts outage calls by up to half (McKinsey via The Tribune).
In the UK the league table is public every quarter. Household energy debt reached a record £4.79 billion in the first quarter of 2026 ahead of a 13% price-cap rise (Ofgem data via Express & Star); the Citizens Advice star rating puts the industry median at 3.4 out of 5 with a median call wait of 68 seconds, and suppliers must publish it (E.ON Next). Ofcom names the most-complained telcos every quarter (Ofcom, Q3 2025); broadband waits rose to 2 minutes 1 second and only 73% of orders were delivered on the agreed date (Ofcom).
Migrations are contact-center events. Ahead of the 31 January 2027 PSTN switch-off, Ofcom found staff “could incorrectly identify whether a customer used telecare equipment” and required new agent alerts and training (ISPreview). Two mergers landed in October 2026 — E.ON completing OVO, BT announcing TalkTalk (Ofcom) — each one two contact estates to run as one. Churn is a board metric: Verizon’s CEO describes “hundreds of micro-initiatives … going after every single pain point” (CX Dive). And pure deflection has a ceiling: Gartner expects “right to a human” rules to raise assisted volume 30% by 2028 (Gartner).
What changes with Upstream Works.
- FromA storm-day queue nobody can seeToProactive outage status in every channel and the restoration estimate on the agent’s screen.
- From“We’ll find out from the regulator”ToThe league-table measures — waits, complaints, switching, order dates — reported your way first.
- FromTwo estates after a mergerToOne workspace across both, without replacing either platform.
Where it fits in utilities & telecoms.
The platform comes in five editions and four deployment models; the edition that leads in this sector comes first. UWXP, UW Knowledge & Assist, UW Insights and AgentNow run inside every edition or on their own.
Totalix for Cisco
The large utility and telco estates run Finesse on UCCE or PCCE. Totalix modernizes the agent side now and carries the estate past the 2027 end-of-support date.
Totalix Embedded
Inside Oracle Customer Care & Billing, SAP, Salesforce Energy & Utilities Cloud or ServiceNow, so the billing or case system stays primary.
Totalix Mobile and Totalix for Amazon Connect
The workspace on a phone for field engineers, meter installers and restoration crews; and a native edition for Connect-first operators.
UWXP
Outage status, bill explanation, payment plans and appointment changes handled autonomously with proactive updates during events, and a human path for vulnerable customers. It runs alongside the existing IVR or bot rather than replacing them — UWXP’s Coexist stage.
UW Knowledge & Assist
Affordability and debt-support procedures, Priority Services Register and telecare rules, PSTN-migration steps and price-cap explanations in the workspace; the same governed content runs the employee help center and a customer self-service portal.
UW Insights
Storm-day and surge dashboards; regulator measures — call waits, complaints per 10,000, One Touch Switch and order-date performance — by brand and region after a merger.
AgentNow
Field engineers start a video session with a customer by QR code for meter, telecare and in-home switchover visits; outage video triage from the customer’s phone; kiosk service in customer centers.
Use cases we build for.
- 01
Storm and outage surge
Proactive status in every channel, restoration estimates on the agent screen, surge routing changed by your own supervisors.
UWXP + Totalix + UW Insights
- 02
Affordability and debt conversations
Guided payment-plan and vulnerability procedures, Priority Services flags, regulator-aligned records.
UW Knowledge & Assist
- 03
PSTN migration and telecare safety
Agent alerts for telecare customers, post-migration checks and in-home video support.
UW Knowledge & Assist + AgentNow
- 04
Field crew video
The engineer scans to open a video session with the customer or a remote expert; first-time fix up, repeat visits down.
Totalix Mobile + AgentNow
- 05
Merger day-one desktop
One workspace across two ACDs and two billing systems.
Totalix Embedded
- 06
Telco churn and order-date performance
Order status and complaint handling in one place, with the regulator’s measures reported weekly.
UW Insights
Proof
A large telecom provider — three business units, one desktop
Three business units, each with its own voice, email and chat channels, were brought onto one high-availability Upstream Works desktop with the customer-care and survey applications integrated. The result: channel silos eliminated, a consistent experience on every channel, and enterprise-wide visibility and reporting.
Trust
Upstream Works is ISO 27001:2022, SOC 2 and HIPAA compliant. High-availability deployment for critical-service operators, Dedicated Hosted or Partner Hosted options for data residency, and no training on customer data.
Questions utilities & telecoms buyers ask first.
The questions utilities & telecoms buyers ask us first, answered the way we answer them on a call.
How do utilities handle call spikes during outages?
Proactive status updates in every channel, autonomous handling of “when will my power be back,” and agents who see the restoration estimate and the account together. Routing changes are made by your own supervisors, the same day.
What are Ofgem’s customer-service standards for energy suppliers?
Contact-ease and 24/7 metering-fault support duties, published Citizens Advice star ratings and debt rules. UW Insights reports the same measures.
Can the agent workspace sit inside Oracle CC&B or SAP?
Yes. Totalix Embedded runs inside the billing or case system, with voice and digital channels and AI guidance in context.
Can field engineers start a video call with a customer by QR code?
Yes. AgentNow opens a video session from a code on the job sheet or the meter, with no app for the customer.
How do telcos protect vulnerable customers during the PSTN switch-off?
Alerts in the workspace for telecare and vulnerable flags, mandatory checks before migration and follow-up after. The knowledge layer holds the procedure.
Does AI agent assist reduce handle time in telecom?
Guidance, suggested responses and summaries cut search and wrap time. UW Insights shows the before and after by team.
What happens when our Cisco UCCE support ends in 2027?
Totalix for Cisco keeps the agent side current, with Finesse staying the desktop, and gives a cloud path on your timetable.
Can we run one workspace across two merged contact-center estates?
Yes. Totalix sits on top of both platforms and reports them as one.
Request a demo
Find out how much of your demand you can make disappear.
Tell us who you are and what you run. We’ll show you Totalix™ and UWXP on your utilities & telecoms use case, in your CRM, deployed your way.
- A live tenant, not a slide deck
- The engineer who knows your platform
- Or connect with one of our 50+ partners
Want your own Totalix trial tenant from 1 December 2026? Join the waitlist →
Thanks — your request is in.
We’ll be in touch shortly to arrange your demo.
What happens next
- Your request goes straight to the Upstream Works sales lead for your region.
- We’ll contact you within one business day.
Request a demo
Our online form is having trouble right now. Please send your request by email and we’ll take it from there.
Send by email instead